Position Overview
Serve as the primary point of contact for customers, delivering excellent service while driving automation and continuous improvement. Manage the end-to-end order process, resolve logistics and invoicing issues, and maintain proactive communication to ensure smooth operations. Collaborate closely with internal and external stakeholders, including Sales, Finance, and Logistics teams, to enhance customer satisfaction and support business success.
Key Responsibilities
- Process and manage sales orders accurately through designated systems, provide timely updates to customers, ensure commitments are met on schedule, and maintain consistency between system and contractual pricing.
- Manage invoicing activities and supporting documents, handle document collection (POD, toxic form) from customers, oversee outbound logistics activities, and collaborate with customers and third-party logistics providers to ensure smooth and efficient delivery operations.
- Provide regular updates on order status, inventory levels, and shipment schedules to customers and sales teams while ensuring service quality and achieving on-time-in-full targets.
- Resolve customer inquiries and operational issues promptly, maintain effective communication, and strengthen customer relationships through close collaboration with commercial and internal support teams.
- Manage NCR and claims processes where applicable, ensuring corrective and preventive actions are implemented, monitored, and properly documented.
- Support business operations by handling special requests, assisting colleagues during absences, and providing backup support when required.
- Maintain accurate and timely system updates, optimize system utilization, oversee daily dispatch activities, and ensure inventory data accuracy.
- Contribute to supply chain initiatives and support activities related to procurement, demand planning, warehouse operations, and other assigned tasks.
- Perform other duties and assignments as directed by the supervisor.
Required Qualifications & Experience
- Bachelor's degree in Business Administration or a related field preferred; equivalent customer service experience will also be considered.
- Minimum 3 years of experience in customer service or sales support, preferably within the chemical industry or related sectors, with proven experience supporting local customers.
- Good command of English, both written and spoken.
- Proficient in Microsoft Office, CRM, and ERP systems, with hands-on experience using customer service tools, systems, and databases to maintain high customer satisfaction and service quality standards.
- Proven ability to build and maintain relationships with external partners (especially 3PL providers) and internal stakeholders, with strong cross-functional coordination and negotiation skills.
- Excellent verbal, written, and interpersonal communication skills, with the ability to collaborate effectively across all organizational levels.
- Ability to work effectively in a fast-paced environment, manage multiple priorities, and meet deadlines.
